OnTime Help Desk Pricing - why 4/10?

OnTime Help Desk Review
ITQlick Score: 86/100
ITQlick Rating: (3.4/5)
Pricing: 4/10 - average cost
Category: Help Desk -> OnTime Help Desk -> OnTime Help Desk pricing
Ranking:Ranked 9 out of 207 Help Desk systems
Company: Axosoft, LLC
Pricing: starts at $125 per month
Typical customers: Start up, Small business, Medium business, Large business
Platforms: Desktop, Cloud
Links: OnTime Help Desk review, OnTime Help Desk alternatives
Shlomi LaviShlomi Lavi / Jun 07, 2021

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What is OnTime Help Desk's cost rating? (4/10)

When comparing OnTime Help Desk to its competitors, on a scale between 1 to 10 OnTime Help Desk is rated 4, which is less expensive than the average Help Desk software cost. OnTime Help Desk offers few flexible plans to its customers with the basic cost of a license starting from $125 per month. Read the article below in order to calculate the total cost of ownership (TCO), which includes: customization, data migration, training, hardware, maintenance, upgrades, and more.

You can also leave your info with us to get a free custom quote with a break downs for your business needs.

Help Desk Software Price Ranges

Most Help Desk software are priced per user/per month, and their price ranges can be broken into three tiers, starting from $4 to $20, $20 to $70, and then $70 to $150. However, the premium and enterprise plans from some vendors may cost more than this. In addition, some products have perpetual licenses that must be purchased with a one-time fee. For example, iSupport pricing starts from $699, LiveZilla pricing from $155, and Re:Desk pricing from $99 per user license.

In addition, the prices for most products are set based on the size of an organization; hence, users can expect different prices for help desk software.

  • Small-sized companies and startups can expect to pay between $5 and $25 for Help Desk software every month. For example, SolarWinds Service Desk cost price starts from $19 monthly, Jira Service pricing from $10 a month, and atSpoke pricing from around $4 per user per month. Furthermore, some vendors offer free service, especially for small businesses with a tiny workforce. For example, Vision Helpdesk, Live Agent, and Mint Service Desk all have free plans.
  • Medium-scale businesses can expect to pay prices that fall within $20 to $70 per user monthly for help desk software. For instance, Salesforce Essentials pricing starts at $25 monthly, Teamsupport costs around $50 per-user/monthly, and HappyFox Help Desk from around $24 per user per month.
  • Large companies can expect to pay between $70 to $150 for Help Desk software per month. For example, Logmeln Rescue cost price starts from around $149 per user monthly, Kustomer pricing from $89 per user monthly, and Atera pricing from around $80 per user per month. Note, however, that onboarding and installation may be needed for some software; hence, extra fee may be charged by the offering vendors.

The pricing for some best of breeds of Help Desk Software are discussed below:

  • Customer Relationship Management Most customer relation software are priced on a monthly basis per user. Prices fall between the ranges of $0 to $13, $13 to $45, and then $45 and above. For example, Cogmento CRM pricing starts from $2 per user monthly; Agile CRM pricing starts from around $9 per user per month; Dynamics 365 pricing starts from $190 per user monthly.
  • Call Center Software The pricing for this software category can cost below or above $100 per user monthly; however, some vendors charge on per-usage terms. For example, Five9 pricing goes for $100 per user monthly; VCC Live pricing starts from $44 per user monthly; Zadarma cost price starts from around $5 per user per month.
  • Compliant Management Software The price points for most Complaint Management Software fall between $5 to $80 per user per month. For example, Consol CM/Compliant cost price starts from $69 per user monthly; NABD pricing starts from $10 per user monthly; UseResponse pricing starts from $15 per user per month.
  • Issue Tracking Software Most issue tracking Software tools are priced on a per user per month basis. Their price can be broken into three tiers, starting from $3 to $15, $15 to $35, and $35 upwards. For example, Mint Service Desk cost price starts from $4 per user monthly; AzureDesk pricing starts from around $13 per user per month; FocalScope pricing starts from $20 per user monthly.
  • Live Chat Software Most live chat software products are priced on a per-user, per-month basis, and it can be divided into three tiers, starting from $5 to $17, $17 to $46, and $46 upwards. For example, FreshChat pricing starts from $15 per user monthly; UserLike pricing starts from around $30 per user monthly; HubSpot Service Hub pricing starts from around $50 monthly per user.
  • Customer Service Software The price for most customer service software solutions fall within $5 to $150 and above. For example, Genesys Cloud pricing starts from around $100 per user monthly.

What is the cost breakdown of Help Desk implementation?

When it comes to selecting Help Desk tools, buyers are primarily concerned about the cost. In fact, it is the cost that determines whether a potential buyer would go with the product. True, there is no one-size-fits-all formula to determine the “worth” of a business application, but as a software buyer, you want to make sure you get the best value for your money, without having to dig a big hole in your pocket.

Understanding the exact price of a Help Desk system isn't easy as the overall cost of software includes the cost of a license, subscription fees, training, customization, hardware, maintenance, support, and other related services. It's essential to take into account all of these costs to gain an understanding of the system's "total cost of ownership."

What are the typical Help Desk pricing models?

There are primarily three common pricing models – Perpetual License, Subscription, and Commercial Open Source.

  • Subscription/Software-As-A-Service: - Relevant for OnTime Help Desk
    Under this pricing model, the system is accessed over the internet, as opposed to installed on-premises. The payment is made either on a per user basis or subscription basis. Ideally, customers are required to pay a recurring monthly fee until a specific period for using the tool. Subscription pricing model is more common with Software-as-a-Service (SaaS) apps.
  • Upfront cost for customization and integration is less compared to perpetual license cost because there is not much flexibility with SaaS systems in this area.
  • Recurring cost is greater as customers are required to make monthly payments as a subscription fee. Additionally customers using premium support services must pay an extra fee.
  • All in all, the total cost of ownership in the both cases is almost the same and may span over a period of 7-10 years, though you may have to pay a higher perpetual license fee upfront. The total cost may vary from starter to mid range to enterprise level apps in both cases.
  • Perpetual license: - Not relevant for OnTime Help Desk
    A common pricing model for on-premise applications, perpetual license requires a customer to pay an upfront sum to own the tool or other intellectual property on-premises for a fixed term.
  • Upfront cost involves the fee for installation, customization, and integration with existing systems, besides perpetual license fee.
  • Recurring cost is low in this pricing model and may include the cost for updates, maintenance, upgrades, and patches. Some vendors do offer premium support services, which come for an extra price.
  • Commercial open source: Not relevant for OnTime Help Desk
    The customer can acquire the system free of cost without having to incur any upfront license fee. As a customer, you’re solely responsible for the ongoing maintenance, upgrading, customization, and troubleshooting of the application to meet your specific needs. You are on your own for providing end-user support, since you are not locked in with a vendor-supplied system solution.

How much would it cost to customize OnTime Help Desk? (and is it relevant)

If you need specific features in your system catering to your specific business requirements, the vendor will charge customization cost, depending on your needs and feature requirement. Ideally customization cost is more complex to calculate compared to licensing cost.

Some apps allow you to easily combine data from multiple sources, without any complicated query requirements, while some others can be embedded into different applications to provide enhanced reporting. If you seek products that support customizable dashboards and predictive analysis to identity possible trends and facilitate decision making, you may have to pay higher for all the customization features.

Additionally, the following factors may affect the cost of customization:
  • User interface changes
  • Configurable dashboards
  • Data elements required for tracking
  • Forms to collect additional data
  • Dashboard, management and operational reports that are needed.
  • Workflows and how complex they are
  • Forms to collect additional data
Here are some questions to answer: How much customization is needed? How many systems do you want to integrate to? Does your company work like industry standards or does it have its own customized processes? What kind of special reports are needed?

In order to calculate the cost of customization you can use the following estimates:

  • Minimal customization - integrate with 1-2 systems: $2,500
  • Standard customization - integrate with 3-5 systems: $10,000
  • Fully customized system - integrate with more than 5 systems: $25,000

Cost of data migration when migrating to OnTime Help Desk? Relevant for OnTime Help Desk

Most companies opt for data migration services from a vendor, which raises the cost of product ownership. If you choose to transfer data on your own, you can avoid paying the cost of data migration.
Data migration cost depends on the amount of data to be transferred, your current software, availability of migration tools, complexity of data, and gaps between the existing system and the new system.

If your data is stored in Excel spreadsheets, then it may incur you a lot of time and money to migrate data from Excel.
By involving a business services provider in data migration, you are asking them to offer additional services, for which you may have to pay extra.

As a rule of thumb the cost of data migration depends on how many records you want to migrate. Records can include the number of customers, invoices, financial transactions, products, versions, etc. Here is a list you can use as a rule of thumb:

  • 1,000 records: $500
  • 10,000 records: $2,500
  • 100,000 records: $10,000
  • 1,000,000+ records: $25,000

What is the cost of training for OnTime Help Desk? Relevant for OnTime Help Desk

As a buyer, you are required to pay extra for in-person training, though some vendors offer web-based solutions as part of the package. The cost may involve end-user training, video/self, group, department, and training the super users.

The cost is mainly derived from the approach that you select for your organization:
  • End-user training
  • Group/Department
  • Video /self
  • Train the trainer/super user

Here are some questions to answer: How many groups (different departments, usages, type of users) are needed?

In order to calculate the cost you can use the following estimates:

  • 1-2 Sessions: $500
  • 3-4 Sessions: $1,500
  • 5-7 Sessions: $2,500
  • 8-10 Sessions: $5,000

How OnTime Help Desk pricing compares to alternative Help Desk solutions?

When comparing OnTime Help Desk to alternative systems, on a scale between 1 to 10 OnTime Help Desk is rated 4, which is less expensive than the average Help Desk cost.
The two main competitors of OnTime Help Desk include Assyst and Zoho Desk. Assyst is a cloud-based as well as on-premise software solution while OnTime Help Desk is a cloud-based help-desk software solution. Assyst is a help-desk software solution that aims at IT management. The solution offers functionalities such as service management, asset management, collaboration platform, and service catalog, while OnTime Help Desk aims at customer support and team collaboration.

Assyst is designed to fit the midsize businesses as well as enterprises whereas OnTime Help Desk is ideal for small business and midsize businesses. Zoho Desk is a cloud-based help desk that aims at building strong customer service and relationships whereas OnTime Help Desk aims at customer support and team collaboration.

Zoho Desk is ideal for small businesses, midsize businesses, as well as enterprises whereas OnTime Help Desk, is ideal for small business and midsize businesses. Some unique features of Zoho Desk include interactive voice response and call features.

How can the team at ITQlick help?

The science of TCO (total cost of ownership) may not be easy to calculate. If you seek to get detailed info about the TCO, get in touch with ITQlick experts. Contact us today and get up to date, detailed quotes.

Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.